Hand and Stone

If I could give this App less than one star, I would. I’ve been a member of Hand and Stone for many years. This morning I got an email and decided to try using the app to schedule a massage. That part went OK as far as it goes although the app should recognize members and not ask them questions about who referred them or want my credit card information when you already have it on file. The reall inanity of this app be became clear when I attempted to fill out the client information forms. These comprehensive health history forms have logged in a sore point for me. My massage therapist does not need my entire medical history for a 50 minute rubdown. Nevertheless, I attempted to fill the form out twice in each occasion it returned errors indicating I hadn’t answered questions about whether I want to use CBD oils, etc., etc. then the app went into an endless loop spinning wheel of death with no way back or out of the menu leaving me once again having to fill out this stupid form when I come into the office. Please stop annoying your customers unless the intent is to actually add to the stress that’s the reason we’re calling for a massage in the first place.

Pros: The app is snappy. It only takes a few screens to book. I can select “any therapist”, “female therapist”, or a specific therapist. Cons: Crashed a couple times right after I downloaded it. I can’t select multiple (but not all) therapists. There is one therapist at my Hand and Stone I don’t like and would like to avoid. I am able to select a zero charge service (cant do on the website) since I have a membership but when I get to the last screen it shows a charge but does not show which therapist I’m booking. My favorite therapist goes by Jan but that name isn’t in the app and there is a Janelle, Janice, and Janine. It has to be easier to the choose therapist(s) I want or I have to schedule by phone which is a pain because it takes so long to find the therapist and date and time that works.

I’ve been a member for over a year now. I made an account on this app with the same email/information I have for my account at the spas. When I click on “memberships” in the app is says “No purchased membership to display”. There is no help/chat function in the app, and I can guarantee that if you try to ask the people at the reception desks in the Hand and Stone spas they’re going to have no idea either (which why would they? They’re not the ones who made/designed the app) So it makes this app useless to me because I can use my membership credits by simply calling the spa location I want to go to, which makes it easier and I can get help if I have questions about anything. I keep waiting for this to be usable because it’s not always easy for me to call during business hours with my work schedule. If there’s something I’m missing in the app about how to fix this problem please let me know and I’ll change the rating but this is either the 3rd or 4th time I’ve tried downloading this app since I just got the email it was “updated” but still can’t figure this out.